I have joined a tour to Japan with your travel agency, from March 5 to March 9. We paid a premium price for the tour package, which was supposed to include accommodation in a 5-Star hotel in Tokyo for the whole period in Japan. However, my family and I were surprised that it was actually a 3-Star hotel.
Not only was the difference in the grading of hotel, but it was also very far from the central district and had poor services for guests. In view of that, we tried to approach the tour guide for an explanation about such situation. However, she mentioned that she was not responsible for anything regarding hotel reservation, hence we could only accept the situation at that point of time. Our family and I had joined tour packages of your travel agency several times, however we were really disappointed.
I hope you will offer a full refund on the package fare.
Yours Faithfully
Reply by Karly, Shirley and toie
Dear Rinky, Vivian and Daphne,
Response to your feedback on tour package
We apologize that the quality and service of Japanese tour you received was unsatisfactory.
Our company usually tries its best to provide superior service to all customers. Unfortunately, as the staff who is responsible for your package booking is a new comer, he made some unclear explanation which led you to misunderstand the hotel arrangement.
To improve our customer service, we will provide training courses to all new comers, including the staff who made this mistake. Also, our comapny will send you an apology letter for explanation to show our commitment.
We appreciate your patronage of our company and we want every customer to be satisfaction. To show our goodwill, we would like to refund half of the total package fare to you.
Yours sincerely, SKT
Rejection by Mandy, Ivy and Jacob
Dear Vivian, Rinky and Daphne
Reply for the service complaint
Thank you for your letter of 9 March.
We agree that you should expect a trip offered by us was perfect and we make every effort to ensure that our customers are satisfied after the trip.
Our leaflet stated that there were accommodation adjustment under some emergency situation without notice. During the trip, the 5-star hotel was suddenly under construction. We realized the fact only one day before the trip so we cannot arrange another 5-star hotel, which is near the town center. As we received the fact only one day before the trip, we fail to report the situation to the tour guide immediately.
As our leaflet had mentioned that there will not be any notice after any adjustment, (s...) we are sorry about that we cannot accept the request of offering a full refund on the package fare.
In fact, this situation is rare to happen. If you want to enjoy another amazing trip, we would be glad to offer different kinds of trips to you. (Y... a...) welcome to visit our travel agent to get more information.
Complaint about the tour package
I have joined a tour to Japan with your travel agency, from March 5 to March 9. We paid a premium price for the tour package, which was supposed to include accommodation in a 5-Star hotel in Tokyo for the whole period in Japan. However, my family and I were surprised that it was actually a 3-Star hotel.
Not only was the difference in the grading of hotel, but it was also very far from the central district and had poor services for guests. In view of that, we tried to approach the tour guide for an explanation about such situation. However, she mentioned that she was not responsible for anything regarding hotel reservation, hence we could only accept the situation at that point of time. Our family and I had joined tour packages of your travel agency several times, however we were really disappointed.
I hope you will offer a full refund on the package fare.
Yours Faithfully
Reply by Karly, Shirley and toie
Dear Rinky, Vivian and Daphne,
Response to your feedback on tour package
We apologize that the quality and service of Japanese tour you received was unsatisfactory.
Our company usually tries its best to provide superior service to all customers. Unfortunately, as the staff who is responsible for your package booking is a new comer, he made some unclear explanation which led you to misunderstand the hotel arrangement.
To improve our customer service, we will provide training courses to all new comers, including the staff who made this mistake. Also, our comapny will send you an apology letter for explanation to show our commitment.
We appreciate your patronage of our company and we want every customer to be satisfaction. To show our goodwill, we would like to refund half of the total package fare to you.
Yours sincerely,
SKT
Rejection by Mandy, Ivy and Jacob
Dear Vivian, Rinky and Daphne
Reply for the service complaint
Thank you for your letter of 9 March.
We agree that you should expect a trip offered by us was perfect and we make every effort to ensure that our customers are satisfied after the trip.
Our leaflet stated that there were accommodation adjustment under some emergency situation without notice. During the trip, the 5-star hotel was suddenly under construction. We realized the fact only one day before the trip so we cannot arrange another 5-star hotel, which is near the town center. As we received the fact only one day before the trip, we fail to report the situation to the tour guide immediately.
As our leaflet had mentioned that there will not be any notice after any adjustment, (s...) we are sorry about that we cannot accept the request of offering a full refund on the package fare.
In fact, this situation is rare to happen. If you want to enjoy another amazing trip, we would be glad to offer different kinds of trips to you. (Y... a...) welcome to visit our travel agent to get more information.
Yours sincerely,
Mr Tsang